Service Desk Specialist II

Technical Support Specialist

Providing hardware and software support to a diverse staff and end-user population. Experience supporting both Mac and Windows Operating Systems. Ability to quickly diagnose and troubleshoot customer concerns and address or route to appropriate support resources for resolution. Strong customer service and communication skills are key as this role involves direct customer interaction.

Responsibilities

• Responsible for receiving and updating incoming service support requests (tickets), evaluating and assigning to a technical resource (possibly themselves or another functional area) for resolution and closure.
• Provides technical support to customers via chat, telephone, email, and via remote support tools, such as Bomgar.
• Receives, tracks, answers, resolves, escalates, and monitors to closure end-user and technical staff calls.
• Categorize, prioritize, and log all Incidents (e.g., inquiries/problems/Service Requests) in the Service Desk Incident system.
• Monitor Incidents (i.e., Service Desk Incidents) and escalate per policies and procedures until Resolution and end-user satisfaction are achieved.
• Verify that all records (e.g., inventory, asset and configuration management records) are updated to reflect completed/Resolved Service Requests (e.g., IMACs).
• Providing enhanced VIP desktop and user support service.
• Troubleshoot and resolve customer login and account-related services.
• Provide expert functional and process "how-to" assistance for in-scope applications (such as M365) at Level 1 and escalate to Level 2 or 3 resources as required.
• Providing remote software support for users of NIH-provided applications (as identified by the task).
• Ability to work well under pressure and to meet deadlines as needed. Support established service level agreement (SLA) thresholds and key performance indicators (KPIs).
• Capture relevant details for customer follow-ups and escalations if tickets are not acted upon in a timely.
• Create tickets as a service to other support groups within the organization
• Contribute knowledge and updated information to maintain the Service Desk SOPs (Standard Operating Procedures) and Training manuals for Support Center staff.

Qualifications

• Knowledge of current desktop and laptop computers.
• Possess an understanding of Mac OS X applications and tools, as well as Windows 11 Applications and tools.
• Demonstrate experience with LAN, WAN, VPN, MS Office, Mobile Devices (iOS/Android), Outlook/Exchange, and Active Directory
• Independently evaluating and resolving computer, system, and user problems, including account lockouts, compatibility conflicts, application operations, hardware malfunctions, and Mac upgrade problems.
• 2+ years of technical support experience in Microsoft Suite.
• Experience using an IT ticketing system (preferably ServiceNow).
• Strong customer service and end-user equipment support skills; preferably with some experience supporting VIPs.
• Strong written and oral communication skills required.
• Must be able to obtain a Public Trust clearance

Desired Qualifications

• Bachelor's degree and 2 years of technical support (or equivalent combination of education and experience). Experience supporting the National Institutes of Health.
• Experience using ITSM tools (such as Remedy or ServiceNow).
• Demonstrated ability to communicate orally and in writing.
• Passionate about delivering exemplary customer service.
• Desired Certifications (preferred 1 or more):
• Microsoft Certified Professional (MCP)
• JAMF Certified Associate
• Apple Certified Support Professional (ACSP)
• CompTIA A+
• CompTIA Security+
• CompTIA Network+
• CompTIA Linux+
• Cisco CCNA
• ITIL Foundations
• HDI Support Center Technician
• HDI Desktop Support Technician